Home // International Journal On Advances in Intelligent Systems, volume 13, numbers 3 and 4, 2020 // View article
Authors:
Samantha Papavasiliou
Carmen Reaiche
Shirley Papavasiliou
Keywords: Digital Health; Assistance Seeking; Digital Inclusiveness; Digital Ecosystem; Public Sector.
Abstract:
COVID-19 has had a profound impact on people across the world and on the provision of government services. This has impacted how governments provide services to their citizens, in addition to the implications of digital first service provision which initially impacted how individuals interact with public sector entities. This research highlights the similar assistance requirements and concerns with different public sector digital services, while highlighting the differences across digital health and taxation and social services. Evidence for this research is presented through a case study on the Australian Taxation Office, data collection from the Services Australia and two digital health platforms, MyAgedCare and My Health Record. By understanding the different issues and assistance seeking requirements across the public sector digital services, particularly while responding to unpredictive and disruptive environments such as the ones triggered by COVID-19, digital service designers and policy makers can shape better services that meet the needs and expectations of users. A primary finding of this research highlights the need to maintain human interfaces for assistance-seeking, in order to maximise an individual’s capacity to interact with the system successfully. General expectations and key concerns of users , particularly focusing on the current disruptions triggered by COVID-19 Pandemic are also discussed in light to advice policy-makers within the public sector digital environment.
Pages: 248 to 259
Copyright: Copyright (c) to authors, 2020. Used with permission.
Publication date: December 30, 2020
Published in: journal
ISSN: 1942-2679